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CX Lead Partner Training

No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. 

 

We are looking for an enthusiastic, passionate, thoughtful and smart leader to lead our Regional Partner Training Teams to success. The successful candidate is someone who thrives in a fast-paced environment and has a passion for Airbnb and our community.

Requirements:

  • Passion for training, communicating, leadership and cohesion
  • Experience managing a partner, including performance management and goal setting
  • Confident, enthusiastic, and motivating communicator
  • A passion for exceptional customer service
  • 3-5 years of training experience surrounding Call Center operations
  • Strong project management skills
  • Strong analytical skills, and ease working with data
  • Highly organized
  • Commitment to quality, accuracy, and consistency
  • Strong teamwork and collaboration skills. Ability to build internal networks to accomplish goals through collaboration with resources across teams
  • Strong verbal communication and interpersonal skills
  • A self-starter who takes initiative and is action oriented
  • Can balance the need for quick turnaround with longer-term strategic efforts
  • Ability to work under pressure and adapt quickly to adverse situations
  • Extensive travel required (up to 50%)

 

Responsibilities:

  • Responsible for ensuring that Airbnb’s training standards and culture are maintained by the partner trainers, through regular communication with partner training teams and maintenance of certification
  • Responsible for communication with the Partner Management team with regards to identifying partner training needs and updates which affect training
  • Responsible for keeping on top of developments within Partner Management to ensure that the interests and standards of Airbnb Training are maintained and that training needs are identified and can be, and are, actioned upon
  • Collaborate with Training and Partner Leadership to conduct training needs analysis
  • Work with Training Lead to source additional resources for training and certification at partners from the training team
  • Provide feedback to Training and Content Development specialists on content as relates to partners’ needs
  • Attend Business Reviews on behalf of CX Training
  • Field training requests from Partner Management and work with the training team to assess and fulfil requests
  • Maintain knowledge of training and content to advise partner training teams and field questions
  • Disseminate information affecting training to partner training teams
  • In partnership with the training manager, ensure that Training’s interests are represented in the process of onboarding and ramping a new partner
  • Work with WFM & Partner Mgmt with scheduling of training
  • Travel to Partner sites to evaluate current training
  • Maintain both training certification and the tracking of training at partner sites
  • Represent the Global CX Training Team in communication with other teams in order to maintain a consistent voice and allow Trainers to focus on training when in the classroom
  • Ad hoc regional and global projects as assigned by your manager

 

 

Qualifications

Skills Required




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